Lack of assistance

My cellphone was stollen during lockdown. I have been trying to contact Telkom so that they can assist with a sim swop as I have purchased a new sim. They refuse and say it is only contract customers who can get sim swops. I am on pre paid yes and this is my primary number which has everything of mine associated with it. So now because I'm not on contract I am told I have to wait for lockdown to be lifted. My business my everything is on this number?? How unreasonable is that?